Get the latest technical support and service management insights online, in-person, and in your inbox.
Leading the technical support field with tips and insights from experts around the globe, exclusive research, and strategies for all segments of the industry, HDI's SupportWorld helps you become the expert in technical support and service management. Here you’ll find information on:
- Strategy and best practices
- Processes and procedures
- Service management
- Knowledge management
- Technology
- Workforce management
- Customer Experience
- Technical support
- Metrics and measurements
Beyond the archives of valuable content, new articles are released every week.
Like what you see here? Get SupportWorld delivered to your inbox every week, with tips, tricks, and insights; research reports; and webinars.
Enjoy reading about the topics covered in SupportWorld? Then join us for SupportWorld Live where we will bring together authors and practitioners to lead 80+ sessions on our industry’s most mission-critical topics.
The Latest from SupportWorld
Here’s an overview of the most-important KPIs and metrics for measuring success in IT support. Take a look and see which to emphasize in your organization.
Date Published September 14, 2022 - Last Updated October 10, 2024
Too often, IT is expected to add new technology to tackle challenges. HDI 2022 Featured Contributor Don Varela argues that sometimes, we can do more with less.
Date Published September 14, 2022 - Last Updated January 20, 2023
Best of HDI in 2022 - #5: Too often, service catalog use erodes over time. Here is how to revitalize the catalog and ensure it is being used as the first step by end users who need help.
Date Published September 13, 2022 - Last Updated January 20, 2023
Why are so many of us good at achieving work-related goals and not personal ones? It might be because we’re not strategizing in the same way. Here are some suggestions.
Date Published September 12, 2022 - Last Updated January 20, 2023
An IT service veteran weighs the pros and cons of investing resources into this hot, new technology, and feels the picture for the road ahead may not be fleshed out in 3D.
Date Published September 7, 2022 - Last Updated January 20, 2023
In this IndustryVoices piece, Venkat Balasubramanian, Vice President of Product Management at Freshworks discusses how industries can best integrate automation in the future of IT service.
Date Published August 31, 2022 - Last Updated January 20, 2023
Too often, IT’s work is done behind the scenes, and is only noticeable when things go wrong. Here is how to change that.
Date Published August 31, 2022 - Last Updated January 20, 2023
For true transformative change to take hold, it requires a fundamental redefinition of what IT service management is. Also, it’s not a one-and-done process.
Date Published August 30, 2022 - Last Updated January 20, 2023
In this IndustryVoices piece, Chad Haftorson of Freshworks discusses the promise of AI and Machine Learning in the new working landscape.
Date Published August 29, 2022 - Last Updated January 20, 2023
To improve overall network security, IT professionals should routinely review and improve their enterprise's firewall design and implementation.
Date Published August 24, 2022 - Last Updated January 20, 2023